Troubleshooting Appointment Types
If an appointment type isn't behaving as expected — not appearing on your booking page, questions going missing, or customers being turned away — this guide covers the most common causes and how to fix them.
Appointment type not appearing on the booking page
Symptoms: You created an appointment type, but customers don't see it as an option when booking.
What to check:
Check the status. Open the appointment type and make sure it's set to Active. Inactive types are hidden from booking pages. See Appointment Types Overview for how to toggle status.
Check the booking page configuration. Appointment types must be explicitly added to a booking page. Go to your booking page settings and verify that this type is included in the list of offered services. See Booking Pages.
Check team eligibility. If no eligible team members exist for the type — or if all eligible members have no availability set — Driive may hide the type because there are no bookable slots. See Team Eligibility.
Check availability. Even if team members are eligible, they need active availability schedules. If no one is available during the booking window, the type may not appear. See Availability and Service Area.
Questions not showing up on the booking form
Symptoms: You added questions to an appointment type, but some or all of them don't appear when customers try to book.
What to check:
Check visibility conditions. If a question has a visibility condition, it only appears when the customer gives a specific answer to a previous question. Try answering the trigger question with the expected value and see if the hidden question appears.
Check the trigger question's answer. Visibility conditions are based on exact matches. If you changed the trigger question's options after setting the condition, the condition may no longer match. Open the question and verify that the condition references a current, valid answer option.
Check question order. A question with a visibility condition must come after the question it depends on. If the order is wrong, the condition can't evaluate properly. Reorder your questions so dependencies come first.
Lead scoring is disqualifying everyone
Symptoms: Most or all incoming leads are being disqualified, and your booking form is turning away customers you'd actually want to serve.
What to check:
Threshold is too high. Open the Lead Scoring section and check your threshold. If it's set very high, only customers with perfect answers will qualify. Lower the threshold and monitor results.
Auto-disqualify on a common answer. Check if any frequently-selected answer option has an auto-disqualify weight. Auto-disqualify overrides the total score — even if every other answer is perfect, one auto-disqualify triggers rejection. Change the weight to "Low" if the answer shouldn't be a deal-breaker.
Too many low-weight answers. If most answer options have "Low" weights, it's hard for any customer to accumulate enough points. Re-evaluate your weights — make sure the answers that signal a good fit have "High" or "Medium" weights.
Test it yourself. Go through your own booking form and answer as a typical good-fit customer would. Check the resulting score. If a clearly good lead doesn't meet the threshold, your settings need adjustment.
Duration rules not applying
Symptoms: You set up duration rules, but appointments are always the base duration regardless of customer answers.
What to check:
Conditions don't match. Open the Duration Rules section and verify each rule's condition. For number questions, check that the comparison operator (greater than, less than, equals) and value are correct. For select questions, make sure the trigger option matches an actual answer choice.
Question was removed or changed. If you deleted or modified the booking question that a rule references, the rule may no longer have a valid trigger. Recreate the rule with the current question.
Duration cap. Duration rules can't push the appointment beyond the maximum duration set in Scheduling Settings. If the adjusted duration would exceed the max, it's capped. Check whether your maximum is high enough to accommodate the rules.
Rules aren't stacking as expected. Multiple rules add their minutes together. If you expected a rule to trigger but the total duration hasn't changed, verify that the customer's answer actually matches the condition. Try a test booking with answers you know should trigger the rule.
Booking page shows "No available times"
Symptoms: Customers see "No available times" when trying to book a specific appointment type, even though your team isn't fully booked.
What to check:
Team eligibility. Verify that at least one team member is eligible for this appointment type. If no one is assigned, there are zero available slots.
Availability schedules. Check that eligible team members have availability set for the days and times customers are trying to book. If a team member's availability schedule is empty or doesn't cover the requested period, they won't show available slots.
Buffer time conflicts. Large buffer times between appointments can eat into available slots. If a team member has back-to-back appointments with 60-minute buffers, there may be no room for another booking even if there are apparent gaps.
Booking window. The minimum and maximum booking windows control how far in advance customers can book. If the customer is looking at dates outside this range, no slots will appear.
External calendar conflicts. If a team member's connected calendar is full of external events, those block Driive from offering those times. Check the calendar view to see if synced events are consuming all available slots.
Required constraints. If the appointment type has required team members who are unavailable, no slots will show. Check whether required members have upcoming time off or schedule conflicts.
Changes to an appointment type aren't taking effect
Symptoms: You updated settings on an appointment type, but the booking page or appointments still reflect the old settings.
What to check:
Refresh the page. Some changes may require a page refresh on the booking page to appear.
Existing appointments are unchanged. Changes to scheduling settings, duration rules, and questions only apply to new bookings. Existing appointments keep the settings they were created with.
Cache. If a customer has the booking page open in their browser, they may see cached content. Ask them to refresh.
Still need help?
If none of the above solutions resolve your issue, reach out to our support team with:
The name of the appointment type
Which setting you changed and what you expected to happen
Screenshots of the configuration and the issue
Whether the problem affects all bookings or specific customers
This helps us diagnose the problem quickly.